Customer success manager Work, Jobs in Salisbury (with Salaries)

Customer Experience Manager (Contact Centre Manager)
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Management
- Analysis skills
- Continuous improvement
Quick apply
13d
Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
13d
Resolution and Continuous Improvement Specialist
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Continuous improvement
- Communication skills
Quick apply
13d
Branch General Manager
DFS —Salisbury
- £34,432 - £44,500 a year
- Retail management
- Communication skills
- Paid training
- Employee discount
Quick apply
Customer Success Manager
Nourish Care —Bournemouth
- Hybrid work
- Travel
- Time management
- Annual leave
- Employee assistance programme
Capture Manager
Leidos —Ham
- £75,800 - £99,800 a year
- Full-time
- Sales
- Business development
- IT
- Annual leave
- Work from home
MINI Brand Manager
Marshall Motor Group —Salisbury
- Weekend availability
- Sales
- Annual leave
- Employee discount
Quick apply
Customer and Trading Manager - Small Supermarket
Sainsbury's —Salisbury
- From £31,700 a year
- Management
- Customer service
- Leadership
- Employee discount
6d
Business Development Manager (BDM) - Salisbury - Circa 41k Basic - 53k OTE Uncapped
Yell Ltd —Salisbury
- £35,875 a year
- Full-time
- Remote
- Microsoft Outlook
- Presentation skills
- Negotiation
- Referral programme
Quick apply
Sales Administrator & Customer Experience Executive
GoSkydive —Salisbury
- £16,000 - £17,000 a year
- Part-time
- Hospitality
- Sales
- Customer service
- Free parking
Quick apply
5d
Sales Colleague
Currys —Salisbury
- £12.71 - £13.01 an hour
- Part-time
- Sales
- Annual leave
- Employee discount
Graduate Management Trainee - Salisbury
Enterprise Mobility —Salisbury
- Full-time
- Sales
- Customer service
- Bachelor's degree
Business Development and Sales Manager - Europe
Roke —Romsey
- Full-time
- Sales
- Leadership
Business Development Manager - Government Services
Leidos —Ham
- £98,800 - £131,700 a year
- Full-time
- Sales
- Business development
- Communication skills
- Annual leave
- Work from home
2d
Customer Success Specialist
Furniturebox UK —Warminster
- £26,000 - £27,000 a year
- Weekend availability
- Hybrid work
- Customer service
- Driving
- Computer skills
- Work from home
- Employee assistance programme
Quick apply
Call Centre Supervisor
Churchill Retirement PLC —Ringwood
- Overtime
- English
- Microsoft Office
- Analysis skills
- Annual leave
- Employee assistance programme
Bid & Proposal Manager
Callen-Lenz —Salisbury
- Hybrid work
- Microsoft Powerpoint
- Microsoft Excel
- Management
- Annual leave
Territory Manager
IQVIA —Bournemouth
- Presentation skills
- No degree
- Organisational skills
- Annual leave
- Employee assistance programme
Business Development Manager
Aspens —Southampton
- £65,000 a year
- Sales
- School
- Negotiation
- Annual leave
- Life insurance
2d
Contact Centre Director
Churchill Retirement PLC —Ringwood
- Full-time
- Customer service
- Continuous improvement
- Leadership
5d

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Customer Experience Manager (Contact Centre Manager)

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time
13 days ago

Qualifications

Management
Analysis skills
Continuous improvement
Leadership

Full job description

Job Advert

Job Title: Customer Experience Manager (Contact Centre Manager)

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We are seeking an experienced and driven Contact Centre Manager / CX Manager to lead a high-performing customer operation of approximately 50 advisors. This is a pivotal leadership role responsible for delivering operational excellence, shaping outstanding customer experiences, and driving a culture of continuous improvement. You will lead a team of Team Leaders, alongside Quality and Project functions, ensuring performance, engagement, and customer satisfaction are consistently delivered.

Main Duties and Objectives:

Leadership & People Management

Lead, coach, and develop a team of Team Leaders overseeing c.50 Customer Advisors
Create a high-performance, customer centric culture focused on engagement and accountability
Provide clear direction to the Quality Manager and Project Manager to align initiatives with CX strategy
Drive employee engagement, retention, and succession planning
Embed consistent coaching frameworks and leadership standards across all teams

Customer Experience (CX)

Own the end-to-end customer journey, ensuring a seamless and high-quality experience
Use customer feedback (CSAT, NPS, complaints) to identify improvement opportunities
Champion a “customer-first” mindset across all levels of the operation
Collaborate cross-functionally to improve customer outcomes

Performance & KPI Management

Take full accountability for delivering operational KPIs, including:
- Service Levels / SLA
- Customer Satisfaction (CSAT / NPS)
- First Contact Resolution (FCR)
- Quality Scores
- Productivity & Efficiency
Analyse data and performance trends to drive insight-led decisions
Ensure robust and consistent performance management is applied across all teams

Continuous Improvement (CI)

Lead and embed a culture of continuous improvement
Identify opportunities to improve processes, efficiency, and customer satisfaction
Partner with the Project Manager to deliver impactful change and transformation initiatives
Promote innovation, automation, and best practice across the contact centre

Resource Planning & Forecasting

Oversee forecasting and workforce planning to meet demand and service targets
Ensure effective scheduling and real-time management
Balance service excellence with cost efficiency

Quality & Compliance

Partner with the Quality Manager to maintain strong quality assurance frameworks
Ensure compliance with regulatory and internal standards
Drive improvements in quality performance through targeted actions

Coaching & Development

Build and embed a strong coaching culture across all leadership levels
Ensure Team Leaders effectively develop advisors to reach their full potential
Identify training needs and support ongoing capability development
Develop future leaders and support internal career progression

Stakeholder Management

Collaborate with key stakeholders across the business (HR, IT, Operations, Product)
Provide regular performance insights and reporting to senior leadership
Act as the voice of the contact centre within the wider organisation

Skills and Experience Required:

Essential

Proven experience managing a contact centre (40–100 FTE)
Strong leadership experience managing Team Leaders and multi-layered teams
Track record of delivering and improving KPIs
Experience in customer experience (CX) strategy and delivery
Strong analytical and data-driven decision-making skills
Experience in forecasting, workforce planning, and resource optimisation
Demonstrable success in driving continuous improvement initiatives
Excellent coaching and people development capabilities
Experience managing Quality and Project Functions
Knowledge of Lean Six Sigma or Continuous Improvement Methodologies
Experience delivering transformation and change initiatives

Key Competencies:

Leadership and Influencing
Performance Management
Customer Focus
Strategic Thinking
Data Driven Decision Making
Coaching and Development
Change and Transformation

Success Measures:

A consistently high-performing operation delivering excellent customer outcomes and engaged teams, evidenced by:
- CSAT/NPS at or above target
- Strong employee engagement scores
Issues resolved first time, with minimal escalations through proactive management and team capability:
- High First Contact Resolution (FCR)
- Reduction in repeat contact and complaint volumes
Service delivery is reliable, efficient, and well-controlled:
- Service levels / SLA adherence consistently met
- Optimised Average Handling Time (AHT) (balanced with quality)
- Low backlog and strong case resolution times
Customer insight is actively used to drive measurable improvements:
- Reduction in failure demand
- Delivery of continuous improvement initiatives with clear impact
High standards of quality and compliance:
- Strong Quality Assurance (QA) scores
- Positive audit and compliance outcomes
A culture of accountability, ownership, and customer obsession is embedded:
- Improved team performance and productivity
- Low attrition and high capability across the team
Recognised as a trusted and influential function:
- Increased Trustpilot/review scores
- Positive feedback from internal stakeholders
Demonstrable contribution to retention, reputation, and service improvement

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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Refine Your Search

customer success manager jobs in salisbury

Customer Experience Manager (Contact Centre Manager)

Customer Service & Experience Team Leader

Resolution and Continuous Improvement Specialist

Branch General Manager

Customer Success Manager

Capture Manager

MINI Brand Manager

Customer and Trading Manager - Small Supermarket

Business Development Manager (BDM) - Salisbury - Circa 41k Basic - 53k OTE Uncapped

Sales Administrator & Customer Experience Executive

Sales Colleague

Graduate Management Trainee - Salisbury

Business Development and Sales Manager - Europe

Business Development Manager - Government Services

Customer Success Specialist

Call Centre Supervisor

Bid & Proposal Manager

Territory Manager

Business Development Manager

Contact Centre Director

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